Andrea Luna

Operational Responsibilities

Staff Management Customer Service

Coordinate daily airport operations for arrivals, departures, turnarounds, and on-time performance.

Manage ground handling services (e.g., baggage, cargo, ramp, and passenger services).

Ensure compliance with aviation safety, security, and regulatory standards (e.g., TSA, FAA, IATA).

Oversee the check-in, boarding, and gate procedures.

Supervise and coordinate irregular operations (IRROPs), such as delays, cancellations, diversions, and emergencies.

Hire, train, and supervise ground staff and airline personnel at the station.

Develop staff schedules to ensure adequate coverage for all shifts.

Conduct performance evaluations and implement disciplinary actions when needed.

Promote a culture of safety and customer service excellence.

Resolve customer issues and complaints in a professional and timely manner.

Ensure that customer service standards are maintained at all touchpoints.

Support VIP and special assistance services (e.g., for passengers with reduced mobility or unaccompanied minors).

Operational Oversight
Staff Supervision Customer Service

Supervise and support daily operations in assigned areas (e.g., check-in, gates, baggage, ramp, or ticketing).

Ensure adherence to airline procedures and safety regulations.

Coordinate with other departments to ensure on-time performance and smooth aircraft turnaround.

Respond to and manage irregular operations (delays, cancellations, missed connections).

Oversee the work of frontline employees (agents, ramp staff, etc.).

Assign duties, manage shift schedules, and ensure adequate staffing.

Train new employees and provide ongoing coaching.

Monitor staff performance and conduct evaluations or provide feedback as needed.

Handle escalated customer service issues at the counter, gate, or baggage area.

Ensure that passengers receive timely and accurate information.

Coordinate assistance for special needs passengers (e.g., PRM, unaccompanied minors).

Resolve complaints and ensure high levels of customer satisfaction.